Question 1

Instructions should be written in steps using the ___________________ (command)mood.

Accepted Answer

The answer of Instructions should be written in steps using...

Question 2

The _____________________ of a direct reply letter generally refers in abbreviated form to previous correspondence and/or summarizes an earlier message.

Accepted Answer

A)  body
B)  subject line
C)  closing
D)  attachmentE) A) and B)
F) B) and C)

Question 3

Which of the following statements about claims is most accurate?

Accepted Answer

A)  If you expect that your claim will be granted, a letter or e-mail message is not necessary.
B)  Businesses will probably take a claim letter more seriously than an e-mail message or a telephone call.
C)  All claim messages should be written using the indirect strategy.
D)  Smart businesses dislike receiving claim messages because it means they did something wrong.E) A) and B)
F) A) and D)

Question 4

Thank you for your cooperation  is an effective sentence for the closing paragraph of an information-request message.

Accepted Answer

A) True 
 B)False

Question 5

Direct-mail letters remain a powerful tool to promote services and products and, in turn, boost sales.

Accepted Answer

A) True 
 B)False

Question 6

Use a direct organizational pattern in an adjustment message granting a claim.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following would show confidence in the closing of an adjustment message?

Accepted Answer

A)  suggesting a new product or service.
B)  writing with a positive tone.
C)  mentioning the product in a favorable light.
D)  All answer choices are correct.E) B) and D)
F) B) and C)

Question 8

Which of the following sentences is not a parallel step in this set of instructions?

Accepted Answer

A)  List the required education, work experience, and technical skills in Section 2.
B)  Contact the director of human resources to obtain a job-posting identification number.
C)  Placing age or gender preference in the candidate qualifications section creates legal jeopardy.
D)  Identify the division, department, and supervising agent for this position in Section 3.E) A) and C)
F) A) and B)

Question 9

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

Accepted Answer

A)  assume the company understands his request without explanation.
B)  use emotional language to show how upset he is about the situation.
C)  assume the company purposely tries to cheat its customers.
D)  identify enclosed copies of all pertinent documents.E) B) and D)
F) B) and C)

Question 10

Readers tend to look at the body of a message before the opening and closing.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is an effective opening for a routine request message?

Accepted Answer

A)  Please answer the following questions about your Web services.
B)  My name is Jill Aubrey, and I am the office manager for Cape Consulting Inc.
C)  I recently read an article about your firm in the local newspaper.
D)  Cape Consulting Inc. is the premier communication-consulting firm in the Cape and islands area.E) B) and C)
F) A) and D)

Question 12

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Accepted Answer

A) True 
 B)False

Question 13

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

Accepted Answer

A)  As a separate enclosure
B)  In a bulleted or numbered list in the body of her message
C)  In paragraph form in the body of her message
D)  In a follow-up e-mailE) C) and D)
F) None of the above

Question 14

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

Accepted Answer

A)  Businesses use memos to deliver positive messages internally and externally, but they use formal business letters to deliver negative messages.
B)  E-mail delivers most internal communication, hard-copy memos deliver most external communication, and letters communicate only legal issues.
C)  Despite the popularity of e-mail, in certain situations letters remain the preferred channel of communication for delivering messages outside an organization.
D)  Businesses today use e-mail, memos, and letters interchangeably for all audiences, purposes, and messages.E) A) and B)
F) C) and D)

Question 15

In which of the following situations should you send a letter instead of an e-mail message?

Accepted Answer

A)  You are planning a sales team meeting.
B)  You are asking leading members of the community to contribute to a fundraising event to improve local parks.
C)  You are inviting employees to the annual sales seminar.
D)  You are reminding employees of Friday's divisional meetings.E) A) and D)
F) A) and C)

Question 16

Which of the following is not a goal when writing adjustment messages?

Accepted Answer

A)  To gain the confidence of the customer
B)  To verify the honesty of the customer's claim
C)  To rectify the wrong
D)  To promote future business and goodwillE) All of the above
F) B) and D)

Question 17

The conclusion of a response message should

Accepted Answer

A)  avoid repeating the information provided or referring to its use.
B)  include familiar expressions such as "If I may be of further assistance, please don't hesitate to call me."
C)  provide specifics if further action is required.
D)  omit the sender's name to avoid legal liability.E) A) and B)
F) A) and C)

Question 18

In responding positively to a claim, begin the message with

Accepted Answer

A)  information promoting other products.
B)  the good news that you are complying with the customer's request.
C)  an explanation of the reasons the request is granted.
D)  a reminder of the problem.E) B) and C)
F) A) and D)

Question 19

Minimizing I when praising others to a good way to ensure that your message is

Accepted Answer

A)  specific.
B)  selfless.
C)  spontaneous.
D)  sincere.E) All of the above
F) A) and B)

Question 20

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

Accepted Answer

A) True 
 B)False

Exam 6: Positive Messages

Which of the following sentences is not a parallel step in this set of instructions?

Correct AnswerverifiedShow Answer

When you expect the receiver of your claim message to agree with your claim, you should use the direct strategy.

Correct AnswerverifiedShow Answer

Courtney is getting married and is trying to gather information about the banquet facilities of a potential venue in Las Vegas. She has lots of questions and decides to write a routine informational message. How should she present these questions in her message?

Correct AnswerverifiedShow Answer

Thank you for your cooperation is an effective sentence for the closing paragraph of an information-request message.

Correct AnswerverifiedShow Answer

Joaquin will use the three-step writing plan for his claim message. In the body of the message, Joaquin will

Correct AnswerverifiedShow Answer

In which of the following situations should you send a letter instead of an e-mail message?

Correct AnswerverifiedShow Answer

Which of the following is an effective opening for a routine request message?

Correct AnswerverifiedShow Answer

Which of the following statements best describes the use of letters, e-mails, and memos in businesses today?

Correct AnswerverifiedShow Answer

Minimizing I when praising others to a good way to ensure that your message is

Correct AnswerverifiedShow Answer

Readers tend to look at the body of a message before the opening and closing.

Correct AnswerverifiedShow Answer

Which of the following would show confidence in the closing of an adjustment message?

Correct AnswerverifiedShow Answer

Instructions should be written in steps using the ___________________ (command)mood.

Correct AnswerverifiedShow Answer

Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.

Correct AnswerverifiedShow Answer

Which of the following is not a goal when writing adjustment messages?

Correct AnswerverifiedShow Answer

Use a direct organizational pattern in an adjustment message granting a claim.

Correct AnswerverifiedShow Answer

Direct-mail letters remain a powerful tool to promote services and products and, in turn, boost sales.

Correct AnswerverifiedShow Answer

Which of the following statements about claims is most accurate?

Correct AnswerverifiedShow Answer

The _____________________ of a direct reply letter generally refers in abbreviated form to previous correspondence and/or summarizes an earlier message.

Correct AnswerverifiedShow Answer

The conclusion of a response message should

Correct AnswerverifiedShow Answer

In responding positively to a claim, begin the message with

Correct AnswerverifiedShow Answer

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